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Care Opinion

Person Centred Care

Posted By Lainey63

"Person Centred Care"

About: University Hospital Ayr / Cardiology University Hospital Hairmyres / Cardiac Surgery

(as a relative),

My father-in-law was diagnosed with an aortic aneurysm a couple of years ago. Earlier this year he required surgery to correct this my husband and our family as you can imagine we were petrified by this 'ticking time bomb'. We would like to thank Mr Siddique for his unstinting patience and understanding of our concerns.

His explanation of the procedure and warm communication style helped allay our fears. The nursing staff in Ayr Clinic were amazing, sympathetic and understanding also. To all the staff at Hairmyres and Ayr Hospital for their dedication and amazing post-op care, many thanks, we were always treated with respect and kindness. The NHS always takes a bashing these days however it is important for people to know just how amazing the service is and what dedicated teams we have. Thank you for all your fantastic care.

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 10/08/2017 at 11:26
Published on Care Opinion at 13:15

picture of Eunice Goodwin

Dear Lainey63,

You are so right, I think this is such an important sentence -

'The NHS always takes a bashing these days however it is important for people to know just how amazing the service is and what dedicated teams we have".

We are very good at focussing in on the negative experiences brought to your attention and it is absolutely right that we listen to this feedback, take it on the chin and see what we can improve. However, I get a vast amount of feedback that highlights good, excellent and exceptional care. We are not so good at celebrating the things we do well, as one of our senior managers said to me yesterday in response to feedback -

"That is really nice to be given the positives.

Also agree we are not good at promoting the good we do and our successes! I have discussed with the team that it is just as important to highlight the thank yous we receive. I think part of the issue is that we don’t expect thanks as this just means we are doing our jobs as we should be".

Thank you so much for this lovely feedback. I will be delighted to make sure the team get your lovely words to read and share.

I hope all is well with your father-in-law now,

Best wishes,

Eunice

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Response from Margaret Meek, Director of Hospital Services, University Hospital Hairmyres, NHS Lanarkshire 6 years ago
Margaret Meek
Director of Hospital Services, University Hospital Hairmyres,
NHS Lanarkshire

Submitted on 10/08/2017 at 13:53
Published on Care Opinion at 13:55

Dear Lainey63,

Thank you for posting such positive feedback regarding your experience at Ayr and Hairmyres hospital's.

I totally agree with the sentiments in Eunice's reply it is always great to get feedback.

I am pleased to read we did an excellent job in caring for your father-in-law and your comments will be shared with all staff.

I hope your father-in-law is recovering well. Thanks once again for taking the time to comment.

Regards

Margaret

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